Informational

Elderly Security Family Responder Playbooks

A panic button alert or camera concern is only useful if the family knows exactly what to do. These playbooks turn equipment into action.

Response plans

Responder ladder

Role	Responsibility	Backup rule
Primary responder	Receives first alerts, calls the resident, checks agreed views and decides next step.	If no action within 3 to 5 minutes, secondary responder acts.
Secondary responder	Calls primary responder, calls resident, checks app alerts and coordinates attendance.	If no answer or serious concern, escalate.
Local key holder	Can attend the home if safe and appropriate.	Should not enter alone if there is an intruder or immediate danger concern.
Emergency services	Used for urgent medical, fire, intruder or welfare concerns.	Call emergency services when the situation is urgent or unclear and risk is high.

Playbook: panic button pressed

Primary responder calls the resident immediately.
If no answer, check agreed image verification or camera views if available.
Secondary responder calls again while local key holder prepares to attend.
If there is no contact, signs of distress, a fall, fire, break-in or uncertainty, escalate to emergency services.
After the event, record what happened and retest the button.

Playbook: camera shows resident on the floor

Call the resident through phone or intercom if available.
Do not rely on camera viewing alone to assess medical condition.
If the resident cannot respond clearly, call emergency services or the agreed medical response path.
Send the local key holder only if safe and useful.
Review whether a medical alert service should now lead.

Playbook: unknown visitor at the door

Answer through the intercom rather than opening the door.
Ask the visitor to identify themselves and state why they are there.
If unexpected, ask them to leave written details or return by appointment.
Do not remotely unlock for unknown visitors.
If the resident feels pressured, use the panic button or call family.

Playbook: resident does not answer phone

Call twice, leaving a calm message.
Check agreed camera views only if the family has a reason and consent.
Contact the secondary responder and local key holder.
If unusual for the resident or combined with a missed routine, escalate the welfare check plan.

Playbook: internet or power offline

Do not assume the resident is unsafe just because the app is offline.
Call the resident or local contact.
Check whether NBN, router, electricity account, direct debit or power outage is the issue.
Use the manual response plan until the system is online again.
After restoration, test panic alerts, intercom calls and camera remote viewing.

Frequently asked questions

How many family responders should receive alerts?

At least two, ideally with one person local enough to attend or coordinate access if needed.

Should family call emergency services after every panic button press?

Not always, but the family should escalate when there is no contact, visible distress, medical concern, suspected intruder or any serious uncertainty.

What is the biggest responder mistake?

Assuming someone else saw the alert. The response ladder should make ownership clear.